What are key relationships between Changes and Incidents?Choose 2 answers

Incidents can be caused by a Change

Incident owners are part of the change approval workflow

Incidents can be caused by a Change

Incidents autoclose upon closure of a related Change

What types of Conflicts are detected automatically on the Change request?Choose 3 answers

Conflict with Blackout Schedule

Conflict with Maintenance Window

Another change for the same CI, at the same time

Conflict with Company Holiday Schedule

Conflict with Blackout Schedule

Conflict with Assignee Shift Schedule

Conflict with Maintenance Window

Another change for the same CI, at the same time

A user wants to know what makes the Known Error knowledge base in ServiceNow different from all other knowledge bases. How should you respond?

The Known Error knowledge articles use a template, which includes the Workaround and the Cause

Only users with sn_known_error_write can create Known Error articles

The Known Error knowledge base documents problems that are under investigation, but not yet have a root cause

Users with sn_problem_write can create known error articles, but not articles for other knowledge bases

The Known Error knowledge articles use a template, which includes the Workaround and the Cause

Where do you enable the Search as feature for an incident?

Related Search Results table configuration

Incident Properties application

Related Search Results table configuration

incident.deflection system property

Where can a change manager define the conditions that must be met before a change request can move from one state to another?

Model State Transition Conditions

In the baseline implementation, what are key relationships between Change and Configuration Item (CI) records? Choose 3 answers

One Change can be submitted for multiple Cls

A CI can be affected by a change, even if it is not the CI being changed

Changes should reference at least one CI

One Change can be submitted for multiple Cls

The Cl Support Group is responsible for change implementations

A CI can be affected by a change, even if it is not the CI being changed

Changes should reference at least one CI

The CI Manager is part of the change approval workflow

Problem management provides what benefits for Incident management? Choose 2 answers

Solutions implemented reduce future incidents

Published workarounds help quickly resolve incidents

Incident managers authorize problem investigations

Solutions implemented reduce future incidents

Published workarounds help quickly resolve incidents

Problem Investigations automatically triggered for multiple user incidents

How are Releases related to Changes?

Releases are comprised of one or more Changes

Releases are implemented prior lo Changes

Releases are comprised of one or more Changes

Changes are implemented prior to Releases

Changes are comprised of one or more Release

Where can a change manager define the interval frequency for unauthorized change detection?

Unauthorized Change Properties module

The ci.change unplanned business rule

Event Processing Properties module

Unauthorized Change Properties module

If the Assignment group is empty on an incident record, what happens when an agent that is a member of a single user groups clicks the Assign to me UI action?

The agent is prompted to select the Assignment group

The Assignment group field is populated with agent's user group

The Assignment group field remains empty

An error is displayed indicating the Assignment group field must be populated before executing the Assign to me Ul action

What defines the required approvals and the associated conditions for a change model?

A change model's slate transitions

A change mode) approval definition

A change approval lifecycle flow

Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident, Problem and Change forms.What do you recommend to your customer?

Use the Principal CI class checkbox to identify the CI classes that they want visible on the Incident Problem and Change forms

Make a show/hide Ul action to show only the desired CIs to the itil users

Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display: make reference qualifier to display only the CIs with show=true

Create an Access control to hide the unnecessary Cls from the itil users

A customer requires incidents to automatically move to a Closed state from Resolved after 7 days. How is this configured? Choose 2 answers

Configure the incident lifecycle timeline property

Enable the auto closure of Incidents based on Resolution date property

Configure the incident Lifecycle flow script action

Configure the number of days Resolved incidents automatically close property

Configure the incident lifecycle timeline property

Enable the auto closure of Incidents based on Resolution date property

A tester reports a bug, because they submitted a Known Error article from a Problem record, but it is not visible from the Known Error database.What could cause this?

The article is in draft state but has not been published

The Problem Management Best Practice - Madrid - Knowledge Integration plugin has not been activated

The article is in draft state but has not been published

The tester is not impersonating an itil user

The user criteria on the knowledge base Is incorrect

When you create a problem from an incident. Impact, urgency and priority are automatically populated, from the incident record. Your problem management process owner wants the problem manager to be responsible for assessing the impact and urgency on the problem, so they don't want the values from incident to be copied over.What module would you use to make this adjustment?

Problem > Administration > Problem Properties

ITSM > Administration > Properties

Incident > Administration > Incident Properties

Problem > Administration > Problem Properties

System Policy > Rules > Priority Lookup Rules

By default, a business rule causes the Assignment group to be automatically set on a change request record. How is the group identified?

Support group on CI record, or if empty, the Support group on the Service

Support group on CI record, or if empty the Support group on the Service offering

Support group on CI record, or if empty, the Support group on the Service

Change group on CI record, or if empty, the Change group on the Service offering

Support group on CI record, or the default assignment group for the user

What optional Incident table is extended from the Task table?

Child Incident [incident_child]

Major Incident [major_incident]

Parent Incident [incident_parent]

On an incident record, where are the fields that appear on the caller lookup select box defined?

The ref_ac_column attribute from the dictionary entry

The Caller lookup field on the [user] table

The ref_contributions attribute on the caller lookup form

The form design of the caller lookup form

ServiceNow CIS-ITSM Practice Test 4 - Free Online Exam Prep & Questions

Spam

Selling illegal goods, money scams etc.

Hate Speech

Serious attack on a group.

Harassment and bullying

Harassing an individual (including doxing)

Harmful activities

Threatening or glorifying violence or serious harm, including self-harm

Adult content (Consensual)

Nudity/Sexual content

Sexual exploitation and abuse (child safety)

Sexually explicit or suggestive imagery or writing involving minors

Sexual exploitation and abuse (adults and animals)

Sexually explicit or suggestive imagery or writing involving non-consenting adults or non-humans

Plagiarism

Reusing content without attribution (link and blockquotes)

Poorly written

Not in English or has very bad formatting, grammar, and spelling

Inappropriate credential

Author's credential is offensive, spam, or impersonation

Other

Ex. Illegal content, incomplete question...

ServiceNow CIS-ITSM Practice Test 4

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ServiceNow CIS-ITSM Practice Tests

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